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“I take full responsibility…..”

Every time I hear this I cringe. My most current personal experience with this phrase was after something that was supposed to happen didn’t happen. It’s not really an apology. There is no “I’m so sorry for the inconvenience”. There is no palpable reaction from the salesperson that tells me that they know they blew it. There is no understanding of what it’s like on the other side – over here where I am as the customer waiting, wondering, and wanting to take action but not feeling ‘right’ to do that – and there is no indication of them wanting to understand and asking how to make it better.

This occurs to me as a new way of avoiding responsibility rather than taking it. And unless it’s accompanied by sincere ownership and understanding of what went wrong, with some options to correct the present and create a future that is different from the present and the past, it’s better to not even speak until those happen.

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